Japanese Speaking L&D Team Manager (BPO Operations)

About the role

Good Job Creations is recruiting a Japanese-speaking Learning & Development Team Manager for BPO operations. The role leads, coaches and develops the L&D team to meet operational and performance objectives, and works closely with Operations, Quality and other support functions.

Key responsibilities

• Lead, coach and mentor the L&D team and manage its performance to drive productivity, service quality and business results.
• Partner with recruitment teams on hiring, onboarding and workforce planning.
• Resolve training-related escalations and build strong relationships with internal stakeholders.
• Ensure compliance with organisational policies, standards and operational guidelines.
• Support process improvement and lead projects to improve training effectiveness and operational efficiency.
• Design, develop and deliver learning solutions aligned with business objectives, adult learning principles and instructional design.
• Conduct Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and implement improvement plans.
• Monitor training performance metrics and operational KPIs and recommend improvements.

Required profile

• Proficiency in Japanese for liaising with Japanese-speaking clients, stakeholders and regional teams.
• At least 3 years of people management experience in L&D within the BPO industry.
• Formal L&D certification from a recognised institution or professional body.
• Experience managing training operations, training delivery, performance management and process improvement.
• Experience leading training projects, change management programmes or transformation initiatives.
• Ability to work in a fast-paced, matrix or regional stakeholder environment and to collaborate with Operations, Quality and cross-functional teams.

Required skills

• Knowledge of L&D methodologies, training metrics and operational KPIs such as CSAT, TNA, RCA, AHT and TPH.
• Knowledge of instructional design and curriculum development.
• Experience with Learning Management Systems (LMS) and training reporting tools.
• Strong analytical skills to turn data into actionable learning and performance strategies.